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Reviews of Best Western Plus Surprise-Phoenix NW

3.5 out of 5
Best Western Plus Surprise-Phoenix NW
13337 W Grand Avenue, Surprise, AZ

Reviews

8.4

Very good

Rating 10 - Excellent. 482 out of 1002 reviews" "
Rating 8 - Good. 319 out of 1002 reviews" "
Rating 6 - Okay. 111 out of 1002 reviews" "
Rating 4 - Poor. 50 out of 1002 reviews" "
Rating 2 - Terrible. 40 out of 1002 reviews" "

8.6/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

8.4/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

8/10 Good

tom

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It an excellent hotel and ;location, shopping is next door.
Stayed 1 night in May 2024
Response from Lee on 6 May 2024
Thank you for taking the time to leave us such a fantastic review. We are so happy you enjoyed how close our location is to the shopping center! We are delighted to hear you enjoyed your stay and appreciate your feedback! We hope to welcome you back soon!

10/10 Excellent

William

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Awesome
Stayed 1 night in Apr 2024
Response from Lee on 6 May 2024
We are so glad you enjoyed your stay with us! We are very grateful you took time out of your day to leave us an amazing review! Safe travels!

10/10 Excellent

Karyn

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Super easy pit stop on our road trip with a dog. Welcoming staff, clean room and a welcome cookie. What more could you want!
Stayed 1 night in Apr 2024
Response from Front desk on 3 May 2024
Thank you for your complimentary review. We are delighted to hear that you and your canine companion enjoyed your stay with us. Our staff is always pleased to provide a welcoming and clean environment, along with our signature welcome cookies.We look forward to your next pit stop on your road trip!

10/10 Excellent

Steven, Kingman

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 1 night in Apr 2024
Response from Lee on 23 Apr 2024
Thank you so much for taking the time to leave us a review!! We are so glad you enjoyed your stay with us! We hope to welcome you back soon!

4/10 Poor

Jesse

Travelled with partner
Liked: Amenities
Did not receive room type I paid for and had bbq sauce on remote in room. No king bed is not fun for this couple.
Stayed 1 night in Apr 2024
Response from Front desk on 23 Apr 2024
On our end it shows your room type that was booked through expedia. I do apologize for the inconvenience.

8/10 Good

Jessica

Stayed 1 night in Apr 2024
Response from Lee on 6 May 2024
Thank you for taking the time out of your day to leave us a review! We take all feedback seriously to better improve our service! We are overjoyed that you enjoyed your stay with us!

8/10 Good

Ernest and Rochelle

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from Lee on 15 Apr 2024
Thank you so much for taking the time to leave us a review we really appreciate it. We are so happy you enjoyed your stay with us and hope to welcome you back soon!

6/10 Okay

Lincoln

Stayed 1 night in Mar 2024
Response from Lee on 21 Apr 2024
Thank you so much for taking the time to leave us a review! We take all feedback seriously and hope to improve your next stay with us! Thank you!

6/10 Okay

Judith L, Ketchum

Disliked: Amenities, property conditions & facilities
The room was very noisy with people on the floor above. Pretty run down and our window looked onto a peaked roof and that was it....They charged us $40 for a small dog which I think is really high.... Probably would never stay there again...
Stayed 1 night in Mar 2024
Response from Front desk on 1 Apr 2024
I'm truly sorry to hear about your recent experience at our hotel. Your feedback is extremely valuable to us and I assure you that we take all comments seriously. We endeavor to provide our guests with a pleasant stay and I apologise for any inconvenience that you encountered. Regrettably, we do apply a charge for pets to ensure additional cleaning is carried out for the comfort of all our guests. Thank you again for your honest feedback. While I understand your hesitation in returning, I do hope we have the chance to make your next stay enjoyable.

6/10 Okay

Kathleen

Travelled with partner
Liked: Staff & service
It was clean and safe. The staff was nice and our needs were taken care of.
Stayed 3 nights in Mar 2024
Response from Front desk on 1 Apr 2024
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

8/10 Good

JAMES

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
good breakfast each morning
Stayed 5 nights in Mar 2024
Response from Lee on 19 Mar 2024
Thank you so much for taking the time to leave us a review! We are so happy you enjoyed your stay as well as our breakfast!! We hope to welcome you back!

2/10 Terrible

David

Travelled with partner
Liked: Amenities
Disliked: Cleanliness, staff & service, property conditions & facilities
We had to ask for clean towels on day two. On day 4 we had to request clean towels and to have trash or waste baskets emptied (which had not been done since our arrival). The only time housekeeping came to our room was AFTER we made the request on day 4. Very poor housekeeping service. Will not stay there again.
Stayed 4 nights in Mar 2024
Response from Crystal on 12 Mar 2024
Thank you for taking the time to provide us with your valuable feedback. We are delighted to learn that you enjoyed your stay and found our location convenient, the staff friendly, and the rooms to your satisfaction. However, we regret to hear about the inconvenience caused due to the lack of daily housekeeping. At our hotel, we maintain a policy of not providing daily housekeeping services unless specifically requested by our guests. Upon check-in, a set of papers detailing all amenities and this policy is shared with our guests. We appreciate your feedback and will strive to communicate our policies more effectively in the future to ensure the utmost comfort and satisfaction of our valued guests. We apologize for any misunderstanding and hope to host you again in the near future.

8/10 Good

Gina

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed here before
Stayed 1 night in Dec 2023
Response from Front desk on 12 Mar 2024
Thank you for taking the time to provide us with your valuable feedback. We are delighted to learn that you enjoyed your stay and found our location convenient, the staff friendly, and the rooms to your satisfaction.

10/10 Excellent

Tiara

Travelled with family and small children, Travelled with partner
Really enjoyed my stay and the breakfast was my son favorite part lol wouldn’t change a thing
Stayed 5 nights in Feb 2024
Response from Lee on 6 Mar 2024
Thank you so much for taking the time to leave us a review! We are so glad you enjoyed your stay along with our breakfast! We hope to see you again soon.

8/10 Good

Darci

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice and comfortable stay.
Stayed 1 night in Feb 2024
Response from Lee on 5 Mar 2024
Thank you so much for taking the time to leave us a review! We are so happy you enjoyed your stay with us! We wish you safe travels!!

10/10 Excellent

Mary Jane

Stayed 1 night in Feb 2024
Response from Front desk on 1 Apr 2024
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

4/10 Poor

Mary

Stayed 6 nights in Feb 2024
Response from Cynthia M on 28 Mar 2024
We're Sorry to hear that your stay with us was not satisfactory. We apologize for any issues had during your stay. We appreciate your feedback and will work hard to improve the guest experience. Thank you for choosing our Best Western Plus

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was close to a variety of stores and restaurants.
Stayed 2 nights in Feb 2024
Response from Lee on 25 Feb 2024
Thank you for taking the time to leave us a review. We are so happy you enjoyed your stay with us.

8/10 Good

Jill

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our room was very nice. Quiet stay, great breakfast and friendly staff. We would stay here again.
Stayed 2 nights in Feb 2024
Response from Lee on 25 Feb 2024
Thank you so much for taking the time to leave us a review. We are so happy to hear that you enjoyed your stay with us.

8/10 Good

Michelle

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice clean hotel at a reasonable price .
Stayed 1 night in Feb 2024
Response from Front desk on 22 Feb 2024
Thank you so much for your kind words! Our staff strives to ensure a comfortable and convenient stay for our guests, and I look forward to sharing your feedback with them. It is my hope that we will have the opportunity to welcome you back to our Best Western Plus soon.Happy Travels!

6/10 Okay

Richard

Travelled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 4 nights in Feb 2024
Response from Crystal Gazon on 21 Feb 2024
Thank you so much for your perfect score of 10 out of 10. We are thrilled you enjoyed your experience with us. Your satisfaction is our top priority, and your positive feedback truly made our day! We hope to have the pleasure of serving you again soon.

10/10 Excellent

Chris

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great property to stay at
Stayed 3 nights in Feb 2024
Response from Crystal on 21 Feb 2024
Thank you so much for your perfect score of 5 out of 5. We are thrilled you enjoyed your experience with us. Your satisfaction is our top priority, and your positive feedback truly made our day! We hope to have the pleasure of serving you again soon.

10/10 Excellent

Christine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful staff very quiet even with the train.🤗
Stayed 1 night in Feb 2024
Response from Crystal on 21 Feb 2024
Thank you so much for your perfect score of 5 out of 5. We are thrilled you enjoyed your experience with us. Your satisfaction is our top priority, and your positive feedback truly made our day! We hope to have the pleasure of serving you again soon.

6/10 Okay

Marcelline, CHANDLER

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Well this is my 2nd stay here. The rooms are nice. However, I am not sure why the doors are so high from the floor. I had to put a towel at the front door to keep sound from outside to come in.
Stayed 2 nights in Feb 2024
Response from Lee on 18 Feb 2024
We are sorry for any inconveniences you dealt with. Thank you for taking the time to leave us a review. We are happy to hear that you enjoyed your stay with us!

10/10 Excellent

E

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Lee on 18 Feb 2024
Thank you so much for the review! We are so glad you enjoyed your stay! We hope to welcome you back!

6/10 Okay

Verified traveller

Business traveller
Liked: Staff & service
Stayed 4 nights in Feb 2024
Response from Lee on 17 Feb 2024
We are sorry for any inconvenience you had during your stay and hope to better ourselves. Thank you for taking the time to leave us a review.

10/10 Excellent

John

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Front desk on 1 Apr 2024
Thank you for completing the survey regarding your recent stay at our property. Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

8/10 Good

Richard

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
No maid service
Stayed 2 nights in Feb 2024
Response from Lee on 12 Feb 2024
Thank you so much for taking the time to leave us a review! We are so glad you enjoyed your stay with us! We hope to welcome you back!

10/10 Excellent

Marie

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
New modern family stay
Stayed 1 night in Feb 2024
Response from Cynthia M on 12 Feb 2024
Thank you for completing the survey regarding your recent stay at our property.Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon.If I can be of assistance in the future, please don't hesitate to contact me at 623-544-6874.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

4/10 Poor

Verified traveller

Business traveller
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, room comfort
Lots of inconveniences
The hotel was nice but wouldn’t let us check in even 20 mins early without paying 30$ even with hotel.com status that says u can if the room is available. Dog was barking next door until late at night and that kept waking us up. Our hotel key kept deactivated. We were there one night and it happened twice.
Stayed 1 night in Feb 2024
Response from Cynthia M on 12 Feb 2024
We apologize for any issue or inconveniences that you experienced during your stay with us. We take all feedback seriously, and we will use your comments to improve our services for future guests.If I can be of assistance in the future, please don't hesitate to contact me at 623-544-6874.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

10/10 Excellent

Michael

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2024
Response from Lee on 12 Feb 2024
Thank you so much for taking the time to leave us a review! We are so glad you enjoyed your stay with us! We hope to welcome you back!

6/10 Okay

Ron

Problem w/ operating electronic door lock. Had keys re-magnetized. In one instance, I was trying to unlock the room door for a full minute. Room 216 electronic door lock needs to be serviced or replaced
Stayed 5 nights in Jan 2024
Response from Cynthia M on 12 Feb 2024
We apologize for any issue or inconveniences that you experienced during your stay with us. We take all feedback seriously, and we will use your comments to improve our services for future guests.If I can be of assistance in the future, please don't hesitate to contact me at 623-544-6874.Thank you again for taking the time to complete the survey. We appreciate your loyalty to our brand.

6/10 Okay

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service
A good basic place. No complaints, except for the firm mattress. Wish options could be provided for those of us who need a softer mattress.
Stayed 3 nights in Feb 2024
Response from Lee on 5 Feb 2024
Thank you for taking the time to leave us a review! We are sorry for any inconvenience this may have caused! We hope to improve and see you again soon!

10/10 Excellent

Julie

Stayed 4 nights in Jan 2024
Response from C.M on 28 Mar 2024
We Appreciate your kind words and are happy to hear that you had a fantastic stay with us! We're thrilled that you enjoyed our top-notch amenities. Thank you for Choosing Our Best Western Plus Here in Surprise, and we hope to welcome you back in the future!

8/10 Good

charles

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel was comfortable and the breakfast was what one expects. Check in and out was quick. One dissatisfaction was I needed early check in after a surgery appointment and called the day before. I was told they would put in a request on the reservation but could not guarantee it. I waited to check in only 2hours early by killing time elsewhere but was told it was $30 extra and could have checked in even earlier. Had the person the day before informed me of this I would have gotten there earlier and rested.
Stayed 1 night in Jan 2024
Response from Lee on 3 Feb 2024
Thank you so much for taking the time to leave us a review. We are sorry for any inconvenience you have experienced. We take all information given to us to better serve our customers, so we greatly appreciate your review! Safe travels!

10/10 Excellent

Aurelia

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Everything was great!!
Stayed 1 night in Jan 2024
Response from Lee on 6 Feb 2024
Thank you for taking the time to leave us a review!! We are so happy you enjoyed your stay with us! We hope to welcome you back!! Safe travels!

8/10 Good

Charles

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was clean & quiet. Clock was wrong but we always check. Mini-fridge made a gurgling noise when running. Noticed once all was quiet in the room. Breakfast was above average with lots of choices. Will stay there again.
Stayed 1 night in Jan 2024
Response from Lee on 3 Feb 2024
Thank you so much for taking the time to leave us a review we hope to see you again soon! Safe travels!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I will stay there again
Comfort, service and location was excellent. And the breakfast was good to!
Stayed 2 nights in Jan 2024
Response from Lee on 3 Feb 2024
Thank you so much for taking the time to leave us a review we hope to see you again soon! Safe travels!

10/10 Excellent

Staci

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean, professional staff and great breakfast.
Stayed 1 night in Jan 2024
Response from Lee on 30 Jan 2024
Thank you so much for taking the time to leave a review! We are so happy to hear that you enjoyed your stay with us! We hope so welcome you back soon!

10/10 Excellent

Cam

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Quick weekend trip
Great stay!
Stayed 1 night in Jan 2024
Response from Lee on 30 Jan 2024
Thank you so much for taking the time to leave a review! We are so happy to hear that you enjoyed your stay with us! We hope so welcome you back soon!

8/10 Good

GREGORY

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was ok, but the eggs and sausage was loaded with salt. Everything else was 5 Stars!
Stayed 1 night in Jan 2024
Response from Lee on 28 Jan 2024
Thank you so much for taking the time to leave us a review! We are so happy you enjoyed your stay with us! Hope to welcome you back soon!

8/10 Good

Daniel

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Daniel
Friendly staff wnd great breakfast and facilities
Stayed 4 nights in Jan 2024
Response from Lee on 28 Jan 2024
Thank you so much for taking the time to leave us a review! We are so happy you enjoyed your stay with us! Hope to welcome you back soon!

10/10 Excellent

Christina M

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Jan 2024
Response from Lee on 16 Jan 2024
Thank you so much for your review! We are overjoyed to hear that you enjoyed your stay with us! We hope to welcome you back soon!

6/10 Okay

Rodney

This property does not qualify to be a Best Western PLUS status as it is aged, worn, very weak appearance and in bad condition. We needed to stay an extra night but checked out to pay more at Hamptons Suites = disappointed.
Stayed 1 night in Jan 2024
Response from Cynthia M on 15 Jan 2024
We're sorry to hear that your recent stay with us didn't meet your expectations. We take all feedback seriously, and we appreciate you taking the time to share your experience with us. We will review your comments with our team and work hard to improve based on your feedback. We hope that you provide you with the exceptional experience that we strive for. Safe travels.

10/10 Excellent

Thomas

Stayed 4 nights in Jan 2024
Response from Lee on 16 Jan 2024
Thank you so much for taking the time to leave us a review!! We are so happy you enjoyed your stay with us and hope to see you again soon!! Safe travels

10/10 Excellent

RAYMOND, Tesuque

Stayed 1 night in Jan 2024
Response from Lee on 14 Jan 2024
Thank you for taking the time to leave us a review we greatly appreciate it. We are so happy that you enjoyed your stay with us! We hope to welcome you back soon!

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Most likely to come back
Stayed 3 nights in Jan 2024
Response from Lee on 13 Jan 2024
Thank you for leaving us a review! We appreciate you taking the time to leave us a review! We are so happy you enjoyed your stay with us and hope to welcome you back soon!

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Lee on 13 Jan 2024
Thank you so much for your review we greatly appreciate it!! We are so happy you enjoyed your stay! We hope to see you again soon!

10/10 Excellent

Big

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Thx
Stayed 2 nights in Jan 2024
Response from Lee on 13 Jan 2024
Thank you for your review we greatly appreciate it. We are overjoyed to hear you loved your stay with us! We hope to welcome you back!!

10/10 Excellent

JANICE, Fairlawn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Lee on 8 Jan 2024
Thank you so much for taking your time to write us a review! Thank you for staying with us and are so happy you enjoyed your stay with us! We hope to welcome you back soon!!